The Accenture Interactive Messaging Service includes a highly-configurable architecture for virtual customer service agents. These
agents or “helpers” receive, interpret and answer natural language requests
from customers or employees. It also provides reusable customer profiles enabling more effective customer communications. The Accenture Interactive Messaging Service solution delivers real-time,
interactive business alerts to customers, be they consumers, businesses,
employees or business partners. When customers respond to those alerts, their
responses can provide important business intelligence to the enterprise. For
example, Interactive Messaging Service enables a field service technician to
alert a customer of an impending service call. Immediately, the customer can accept the service
dispatch time or ask for a rescheduled time. In either case, more efficient business operations are the result.
Other capabilities of the Interactive Messaging Service include:
- An interactive alerting architecture, which ensures that alerts are delivered in the form requested by the customer.
- A universal profile and permission marketing model, which
ensures that customers retain control over who can use their information.
It offers significant potential benefits to organizations:
- Reduced customer interaction costs
- Increased revenue
- Better management of capital-intensive assets like service vehicles, as well as expensive processes, such as field service dispatch.
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